If your support request is outside of the scope of what our team can help you with, we may recommend next steps to resolve your issue outside of GitHub Support. Your support request is possibly out of GitHub Support's scope if it's primarily about:

Third party integrations

Hardware setup

CI/CD, such as Jenkins

Writing scripts

Configuration of external authentication systems, such as SAML identity providers

Open Source projects

If you're uncertain if the issue is out of scope, open a ticket and we're happy to help you determine the best way to proceed.

GitHub Premium Support customers can use the Premium Support portal to report incidents in writing. You can also receive English-language support over the phone. For the GitHub Premium Support phone number, see "24x7 Phone Support" in the Premium Support portal.

For tickets you submit, support is available 24 hours a day, 7 days per week. The initial response time guaranteed by the SLA is dependent on the severity level of the incident. Response time begins when GitHub Premium Support sets the severity level of the incident ticket. A response does not mean the issue has been resolved.

GitHub Support sets the severity level of incident tickets and has the sole discretion to modify the severity level. Incident tickets can have one of four severity levels: Urgent, High, Moderate, or Low.

Severity level

Description

Urgent

This severity level is the highest priority and receives first attention. Urgent severity tickets include critical system failure.

High

This severity level indicates incidents that impact business operations. High severity tickets are requests such as removing sensitive data (commits, issues, pull requests, uploaded attachments) from your own accounts and organization restoration.

For issues that can be solved, GitHub Premium Support may provide a resolution in the form of an explanation, recommendation, usage instructions, workaround instructions, or by advising you of an available release that addresses the issue.

If you use a custom or unsupported plug-in, module, or custom code, GitHub Premium Support may ask you to remove the unsupported plug-in, module, or code while attempting to resolve the issue. If the problem is fixed when the unsupported plug-in, module, or custom code is removed, GitHub Premium Support may consider the issue resolved.

GitHub Premium Support may close issues if they're outside the scope of support or if multiple attempts to contact you have gone unanswered. If an incident is closed due to lack of response, you can request that it be reopened.

If you don't receive an initial response within the guaranteed response time to more than four incidents in a given quarter based on GitHub's fiscal year, you're eligible for a credit. To honor the SLA, GitHub will refund 20% of the quarterly GitHub Premium Support fee in cash. To receive the refund, you must submit a credit request.

The credit request must be made within 30 days of the end of the quarter during which the incident tickets were not responded to within the designated response time. Credit requests will not be honored if the respective deadline has passed. Once the respective deadline passes, you have waived the ability to claim a refund for the qualified credit.

To receive a refund, you must submit a completed credit request to supportcredits@github.com. To be eligible, the credit request must:

Be sent from an email address associated with your GitHub account

Be received by GitHub by the end of the 30th day after the quarter in which the four qualifying credits occurred

Include “Credit Request” in the subject line

The following information must be included in your credit request:

Date (The date must be within 30 days after the quarter based on GitHub’s fiscal year end in which the claims occurred [January 31, April 30, July 31, or October 31].)

Customer contact (You must specify both name and email address.)

Customer address

Qualifying credits (You must provide the date of each qualifying credit and the associated ticket number.)